BRANDS FEATURED IN THIS REPORT

“A key challenge in determining whether social customer care has a material effect on the overall customer care cost is figuring out whether the phone contacts would happen regardless or deflect because of the introduction of a social channel. Two customers highlighted that while they reduced or stabilized the volume of total contacts through self-service and preventative measures, their social share grew, which is an indicator of deflection.”

Reggie Lau

Project Director, Forrester Research

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